
Service Delivery Director
6 hours ago
As a Service Delivery Director at FNZ (UK) Ltd, you will have primary responsibility for overseeing service delivery and maintaining relationships with key named clients on a day-to-day basis. The ideal candidate will promote a service of excellence by identifying client needs and ensuring customer satisfaction.
Key Responsibilities- Maintenance of high customer satisfaction levels
- Adherence to key service delivery metrics, including SLA/KPI and contractual compliance
- Regular Service Review meetings and KPI reporting
- Leading and managing client Service Level Agreement negotiations
- Client Governance – ensuring all key governance forums are in place, and agreements are up to date and duly signed
- Main escalation point – first line defence for any client escalation
- Commercial Oversight – understanding of milestones, such as impact and dependencies of new releases or migrations
- Expectation Management – setting realistic expectations with clients, influencing and leading the client where necessary or desirable
- Audit and Due Diligence requests – managing requests from clients and coordinating with FNZ’s 1st Line Risk Manager
- Internal reporting – regular management updates and ad hoc communication/escalations when necessary
The ideal candidate will have strong relationship management/service delivery experience within Financial Services and the Nordic securities market, especially post-trade. They will also possess operational knowledge and technical understanding/experience, solid communication skills, both internally and with clients, prioritization and delegation skills – sense of urgency, and an ability to cope with protracted high-pressure situations.
Desirable Skills- Fluent in English and Swedish, written and spoken
- Earns respect from colleagues, customers, and other professional stakeholders
- Leads by example and assists other FNZ staff where necessary, is accessible and approachable
FNZ (UK) Ltd is committed to opening up wealth so that everyone, everywhere can invest in their future on their terms. We know the foundation to do that already exists in the wealth management industry, but complexity holds firms back. We created wealth's growth platform to help. Our platform integrates modern technology with business and investment operations, providing a regulated financial institution environment. We partner with over 650 financial institutions and 12,000 wealth managers, with US$1.5 trillion in assets under administration (AUA). Together with our customers, we help over 20 million people from all wealth segments to invest in their future.
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